Sales and Customer Service Training for Call Centers Course Outline
Sales and Customer Service Training for Call Centers Course Outline
Sales and Customer Service Training for Call Centers Course Outline
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Phone: 855-334-6700Email: inquiries@pdtrainingusa.com<strong>Course</strong> Length: 3.0 daysWhether we choose to embrace them or cannot st<strong>and</strong>being interrupted by their calls, call centers are a businesselement that is here to stay. This course will help callcenter agents learn to make the most of their telephonebasedwork, including underst<strong>and</strong>ing the best ways tolisten <strong>and</strong> be heard. Each phone interaction has elementsof sales <strong>and</strong> customer service skills, which we will explorein detail throughout this energizing <strong>and</strong> practical three-dayworkshop.This comprehensive <strong>and</strong> engaging 3-day workshop isrunning now throughout the US, including Atlanta,Baltimore, Boston, Charlotte, Chicago, Dallas, LosAngeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, <strong>and</strong>Seattle.<strong>Call</strong> Center <strong>Training</strong>: <strong>Sales</strong> <strong>and</strong> <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> <strong>Course</strong> <strong>Outline</strong>Whether we choose to embrace them or cannot st<strong>and</strong> being interrupted by their calls, call centers are a business element that ishere to stay. This course will help call center agents learn to make the most of their telephone-based work, including underst<strong>and</strong>ingthe best ways to listen <strong>and</strong> be heard. Each phone interaction has elements of sales <strong>and</strong> customer service skills, which we willexplore in detail throughout this energizing <strong>and</strong> practical three-day workshop.By the end of this course, participants will be able to:Underst<strong>and</strong> the nuances of body language <strong>and</strong> verbal skills, which are so important in conversations that do not have aface-to-face element.Learn aspects of verbal communication such as tone, cadence, <strong>and</strong> pitch.Demonstrate an underst<strong>and</strong>ing of questioning <strong>and</strong> listening skills.Acquire com<strong>for</strong>t with delivering bad news <strong>and</strong> saying no.Learn effective ways to negotiate.Underst<strong>and</strong> the importance of creating <strong>and</strong> delivering meaningful messages.Use tools to facilitate communication.Realize the value of personalizing interactions <strong>and</strong> developing relationships.Practice vocal techniques that enhance speech <strong>and</strong> communication ability.Personalize techniques <strong>for</strong> managing stress.<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 1<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1IntroductionIcebreakerHousekeeping ItemsThe Parking LotWorkshop Objectives<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7Asking the Right QuestionsOpen Questions vs. Closed QuestionsProbing Techniques<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2What's Missing in Telephone Communications?It's Not What You Say; It's How You Say ItIn the Absence of Body Language<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Saying NoWhen We Say "No"Delivering Bad NewsDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Verbal Communications TechniquesBeing Yourself <strong>and</strong> Sounding Your BestA <strong>Service</strong> Image<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 9<strong>Sales</strong> by PhoneBenefits of TelemarketingRapport Building<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Who are Your <strong>Customer</strong>s?Define the <strong>Customer</strong> & ClientAbout Relationships<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 10Taking MessagesPen in H<strong>and</strong>Effective Messages<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5To Serve & DelightWhat You Say <strong>and</strong> What it MeansPlanning the Ideal Answer<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 11Staying Out of Voice Mail JailVoice Mail EtiquetteDebrief<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.
Phone: 855-334-6700Email: inquiries@pdtrainingusa.com<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Did You Hear Me?Listening SkillsThe Mission: To Listen<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 12Closing Down the VoiceHyoid LimberingHumSighingThe Diaphragmatic Breath<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 2<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1Cold & Warm <strong>Call</strong>sThe Cold <strong>Call</strong>The Warm <strong>Call</strong><strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Closing the SaleThe Closing PhraseDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2Developing a ScriptScripting TechniquesSample Script<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7FeelingsFeels Like a Winner!Presentations<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Perfecting the ScriptMaking the Script YoursUsing Cheat Sheets<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Changes in the <strong>Customer</strong>The Changing <strong>Customer</strong>What the <strong>Customer</strong> Wants<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Going Above & BeyondFifteen Techniques <strong>for</strong> CCA SuccessDebriefCustomise Your <strong>Service</strong><strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 9Negotiation TechniquesMastering Negotiation SkillsPracticing Negotiation<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5H<strong>and</strong>ling ObjectionsI Object!Debrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 10It's More Than Just a PhasePhases of NegotiationNegotiation Made EasierDebrief<strong>Call</strong> Center <strong>Training</strong>:<strong>Sales</strong> & <strong>Customer</strong> <strong>Service</strong> <strong>Training</strong> <strong>for</strong> <strong>Call</strong> <strong>Centers</strong> Day 3<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 1High Impact MomentsMake it CountCreating Case StudiesPresenting Real Life!<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 5This is My MentorCase StudyDebrief<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 2Tips <strong>for</strong> Challenging <strong>Call</strong>ersTips <strong>and</strong> Tricks<strong>Call</strong>er BehavioursDebriefUp the Mountain<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 6Stress BustingStress Busting Card GameManaging Your Day<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 3Dealing with Difficult <strong>Customer</strong>sDealing with ProblemsDealing with Vulgarity<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 7News from WithinManagement ReportsPre-Assignment ReviewCCA Reports<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 4Phone Tag & Getting the <strong>Call</strong> BackPhone Tag<strong>Call</strong> Center <strong>Training</strong> <strong>Course</strong> - Lesson 8Wrapping UpIt's a Wrap - Just About!<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.
Phone: 855-334-6700Email: inquiries@pdtrainingusa.comFollowing UpQuestions & AnswersDebriefWeb Links:View this course online:http://pdtrainingusa.com/sales-<strong>and</strong>-customer-service-training-<strong>for</strong>-call-centers-training-courseIn-house <strong>Training</strong> Instant Quote:http://pdtrainingusa.com/in-house-training-instant-quote/Public Classes - Enroll Now!http://bookings.pdtrainingusa.com/publicclassbooking.aspx?courseid=313<strong>Call</strong> Center <strong>Training</strong> courses are delivered by pd training's <strong>Call</strong> Center training specialists in Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orl<strong>and</strong>o, Philadelphia, Seattle <strong>and</strong> US wide.